Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our refrigerator broke and we reached out to ***** Home Warranty, now Cinch, to get a repair technician. We were referred to Ano Appliance. The technician came out to diagnose on Monday, 11/11/24. We were informed that there was a freon leak in the system and that another technician would have to come out to further diagnose. The 2nd *********** ****, came out on Friday, 11/15/24 and told us that there was an un-repairable freon leak within the system and that we would be able to get a new refrigerator. He also told us that he would turn in the paperwork and the office will submit the necessary paperwork to Cinch Warranty. We waited for several weeks and Cinch did not reach out to us regarding the claim. We reached out to them as was informed that their authorization department did not receive any paperwork from Ano Appliance. My warranty claim was still considered "pending". We have called Ano Appliance everyday and have not been able to speak to anyone. They do not answer their phone. ***** has also tried calling them to no avail. We were told by ***** that our only option would be to try and find our own technician. We have reached out back to Cinch to inform them that we could not locate another technician. We were told that there was nothing else they can do. We ended up having to buy another refrigerator for $1800.Our complaint is 2-fold. One is that Ano Appliance needs to complete their portion of the claim and turn in the paperwork. Second, is that we would like ***** Home Warranty or Cinch to reimburse us for the refrigerator. They contracted Ano Appliance to work for them and we feel that they need to be responsible for what happens with the warranty claims.Thank you for your attention to this matter.

  Business Response

  Date: 02/11/2025

  I am writing to provide an update regarding the refrigerator reported under warranty as non-repairable. A replacement was initially recommended; however, the customer subsequently canceled the work order and reassigned the service to another company, which prevented ***** from submitting the replacement report as required. Following this, we contacted Cinch by telephone and received confirmation that the unit would be replaced in November 2024. Please note that we are currently unable to submit the report in the Cinch system because the original work order was canceled by the customer in connection with a refund request. Once the customer reinstates the work order with Cinch, we will be fully prepared to proceed with the replacement process, as it has already been approved over the phone.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22869807
  
  I am rejecting this response because:
  I never cancelled the work order. I am currently in contact with ***** to see why it was cancelled. I will still need Ano Appliance to submit their paperwork. The paperwork was never submitted to Cinch back in November when Ano Appliance originally came out to troubleshoot our refrigerator.

  Sincerely,
  
  **** & ****** ******

  Business Response

  Date: 02/19/2025

  Attached is the updated report, reflecting revisions made following the customers renewed cooperation and the reopening of the case:
  
  "The refrigerator is not functioning and is not cooling at all. Two separate technicians have attempted repairs without success. A Freon recharge was performed; however, the refrigerant continues to escape due to an unidentified leak. Both technicians have determined that the unit is beyond repair.
  Given this assessment, we recommend considering alternative appliance options or a replacement for the customer. Please advise on the next steps."
  
  Additionally, please find attached photos of past cases that were previously canceled and reassigned, which resulted in the non-submission of reports as explained above.

  Customer Answer

  Date: 03/05/2025

  Hi ,

  I apologize for the delay but could you please change my response to "resolved"

   

  Thank you

  ****** ******

   

  Sent from my iPhone

• Initial Complaint

  Date:06/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/21/24 An Ano Appliance Inc service person arrived to respond to our request to repair our ******* refrigerator. The refrigerator was freezing our produce and the temperature would fluctuate, and the display panel temps would flash without resolution. So this appliance person did several checks of temperatures and finally said he was done with his diagnostic testing. I asked if anything would be changed out. He said I don't make those decisions. I will submit my findings and someone will get back to me in a couple of days. That was on a Tuesday, so I waited patiently until Friday and still no call back or response.So, that Friday, I called Ano Appliances. The person who answered asked if my problem was resolved. I said, no because no one has called me back to let me know the status of the repair. She said she would speak to someone and they will call me back. I waited a whole week without any phone call back. It was two weeks later without a response, so I went to their site and used their contact us to let them know I still have not received a call or response of my refrigerator. No response from that means of contacting. I have tried to call again, but then no answers. Yes, it was on a Saturday during work times, so I left a message.Now it is almost a month later, and no response, so I sent them another email letting them know that I would be contacting the BBB to file a complaint. I have provided ample time for them to contact me with some resolution or response via multiple means of communication. Using this company was not my first resource. I had contacted ***** repair, but they had to push this out to Ano Appliance since they had no one else at that time to respond. I do not feel very confident in *** Applicances customer service or communication. My service ticket number with *** is ****** in case they think I am making this up. I am very frustrated and feel like I paid the service fee for nothing to have to contact ***** Home Services again.

  Business Response

  Date: 06/29/2024

  On 5/21/2024, our technician visited the customer's address and inspected the refrigerator unit. According to the technician's report, the refrigerator temperature was within the manufacturer's specification range: -2 to 0F in the freezer and 34 to 36F in the fresh food section. In the case of warranty service, blinking temperature numbers are not considered a major issue that affects the unit's performance.

• Initial Complaint

  Date:05/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service for ***** home warranty. Assigned to Ano appliance. Have not returned my calls in over two months. Refrigerator cooling not working. It will be 3 months since *** was contacted and they did a diagnostic and havent repaired the refrigerator. Throwing away food constantly as refrigerator does not cool properly. Diagnosed as leak in cooling line but has not come back Need them to finish asap or turn over to another company

  Business Response

  Date: 06/03/2024

  On March 6, our technician visited the residence to diagnose the issue with the appliance. The problem was identified, and during the inspection, the technician also discovered some uncommon damage to certain parts, including broken and melted components.
  
  It is the prerogative of the home warranty provider to determine coverage for such damages. Most covered or non-covered circumstances are outlined in warranty contract. After reviewing the case, the warranty provider decided not to cover the repair and notified both us and the customer of this decision.
  
  As a warranty repair service provider, we must adhere to the warranty guidelines and are unable to perform repairs that are not covered under the warranty, despite our willingness to assist our customers.
  
  Thank you for your understanding.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  $100 paid for technician to repair dishwasher. At service visit, tech indicated he would need to order a part and I would be contacted once part arrives for repair completion. Two months went by and no word from company. I called and left multiple voice messages (no live person answers phone) and also sent email to which I received no reply or response.Ideally, company would complete the repair. At the very least, they should refund the $100 I paid.

  Business Response

  Date: 08/21/2023

  ANO APPLIANCE INC

  Business Response

  Date: 08/22/2023

  ****************. Thank you for letting us know about your concern. DUE TO PEST INFESTATION OF THE DISHWASHER ELECTRONIC COMPONENTS, YOUR WARRANTY HAD DECLINED ***********. PEST NEST FOUND IN CONTROL BOARD AS A CAUSE OF FAILURE. Unfortunately, there is nothing we can do to assist. Manufacturers never recommend repairs if pests have damaged electronics. You may have also received a phone call or email from your warranty provider containing this information. Your check amount goes directly to your home warranty as a deductible payment for a visit, regardless of the result. ACCORDING TO YOUR CONTRACT, YOUR WARRANTY MAY CHARGE DEDUCTIBLES FROM YOU DIRECTLY, OR THEY MAY CHOOSE TO CHARGE US FOR THIS AMOUNT IF A CHECK WILL NOT BE COLLECTED FROM THE CUSTOMER AS A HOME WARRANTY DEDUCTIBLE FEE. This check's funds do not go to our company. AMOUNT HAD BEEN IMMEDIATELY APPLIED TO YOUR WARRANTY AS DEDUCTIBLE PAYMENT. Just for your information and to better explain pest damage: ROACHES HAVE SEMICONDUCTIAL LIQUID INSTEAD OF BLOOD, AND ANY CONTACT WITH ELECTRONICS CAUSES MICROCORROSION AND DAMAGE TO ANY WIRES OR ELECTRONICS. This is qualified as a non-warranty case due to pest damage that is not covered by any warranty. Please see pictures attached with findings.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20491928
  
  I am rejecting this response because:  I do not consider the business's photo attachments as good business practice after I filed a complaint - they never responded to any phone calls, voicemail messages, or emails I sent as I tried to find out then status of my job.  The work order photo attached states that the control board failed; technician's verbal response to me at visit was that the control board needed to be replaced - it would be ordered and I would be contacted when it arrived for installation.
  
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  Business Response

  Date: 08/29/2023

  Pest damage of control board cannot be covered by any of warranties. Any other verbal agreements are between customer and technicians are to be considered as non-covered costs acceptance or non-acceptance. As a warranty repair company, we are not responsible for technician verbal agreement with customers. You may reach out to technician for further information or assistance. Case is closed as not covered repair. Decisions are always made by your warranty only. The company is transferring all pictures and technician report to warranty with customer's signature on it.

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20491928
  
  I am rejecting this response because:

  Although I don't understand why they don't accept liability for what their technician verbally stated, my complaint issue is less about the repair work being covered or not by warranty company; my complaint is primarily because of their failure to communicate on the part of this business.  They did not return multiple voice mail messages nor did they reply to any email.  I no longer expect your service but I do still deserve an apology for their blatant disregard of my attempts at communication with them - rude and totally poor business practice!
  
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